The player from Austria faced issues with withdrawals from Rollbit, as the casino demanded disclosure of "all" accounts despite him stating he only had one. They halted further withdrawals and communication until this information was provided. The Complaints Team intervened and contacted the casino, which subsequently resolved the issue through a support ticket and confirmed the payout of the remaining balance to the player. The player expressed gratitude for the support received and confirmed the resolution of his complaint.
Rollbit Casino - Player’s withdrawals are delayed due to account disclosure demand.
Amount: 1,590 ₮
Rollbit Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
Rollbit Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
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2 weeks ago
Translation
Good evening, I started playing on Rollbit for a while and even won. At first, they processed withdrawals without issue. However, now they want me to disclose "all" my accounts. But I only have this one account. Until then, they are refusing to approve further withdrawals and have ceased communication. I have stated multiple times that I only have this account, yet they still demand "all" accounts. I find this extremely unprofessional. Can you help me with this issue?
Automatic translation:
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2 weeks ago
Dear guentherko67,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that the casino accused you of opening multiple accounts?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 weeks ago
Translation
Good morning and thank you for your answer.
To be honest, I don't understand what they're saying. They always write that I should put all my accounts together in a list. But I've told them several times that that's all I have. They've already paid out in the past. Now I wanted to pay out the rest, but now this. No, there's no one else in my household who has an account there.
I am fully verified there, yes (level 4). No further verifications were requested.
Best regards
Günther
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1 week ago
Thank you very much for your reply, guentherko67. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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6 days ago
Thank you very much, guentherko67, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 days ago
Hello there,
Thank you guentherko67 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Rollbit Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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2 days ago
Hi Peter,
We believe this issue has now been resolved via a support ticket and have sent an email to the user to confirm.
Thanks
Rollbit Compliance Team
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2 days ago
Thank you very much for the update guentherko67 representative.
Dear guentherko67, we will keep this complaint open until you confirm your issue has been resolved. Thank you in advance!
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yesterday
Translation
Hello everyone and thank you very much. A very big thank you for helping me. The Rollbit employees also contacted me via ticket and paid out the remaining balance very quickly after I applied. Thanks again for finding a sensible solution in the end. I think your casino is good and modern. It's a shame that things have now got "sand in the gears". Nevertheless, apart from the "incident", I found my way around well and had a lot of fun.
In short, Rollbit has paid out my remaining balance and I am very grateful for the support. The case can be closed positively. Great work to the Casino Guru team, you are great.
Best regards
Automatic translation:
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yesterday
Dear guentherko67,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
